Investigation of relationship between customer relationship management dimensions and organizational productivity

Abstract

The present research aims to investigate relationship between dimensions of customer relationship management (CRM) and organizational productivity. Statistical population of the present research included all employees of Mellat Bank in Ardebil Province, Iran. Questionnaire was used for data collection. Simple random sampling method was used for picking saple members. 145 employees were selected as sample size and received questionnaires. Because distribution of statistical population was not normal, Spearman non-parametric test was used. Finally, all research hypotheses were verified. In other words, technology, employees' management, individual services, system integration and organizational culture had significant relationships with organizational productivity.